The Canadian air travel sector has seen a significant increase in flight delays, cancellations, and other issues concerning passenger rights. Recognizing this demand, we present a chatbot to assist passengers and educate them about their rights. Our system breaks a complex user input into simple queries which are used to retrieve information from a collection of documents detailing air travel regulations. The most relevant passages from these documents are presented along with links to the original documents and the generated queries, enabling users to dissect and leverage the information for their unique circumstances. The system successfully overcomes two predominant challenges: understanding complex user inputs, and delivering accurate answers, free of hallucinations, that passengers can rely on for making informed decisions. A user study comparing the chatbot to a Google search demonstrated the chatbot’s usefulness and ease of use. Beyond the primary goal of providing accurate and timely information to air passengers regarding their rights, we hope that this system will also enable further research exploring the tradeoff between the user-friendly conversational interface of chatbots and the accuracy of retrieval systems.

Social media platforms are rich sources of opinionated content. Stance detection allows the automatic extraction of users’ opinions on various topics from such content. We focus on zero-shot stance detection, where the model’s success relies on (a) having knowledge about the target topic; and (b) learning general reasoning strategies that can be employed for new topics. We present Stance Reasoner, an approach to zero-shot stance detection on social media that leverages explicit reasoning over background knowledge to guide the model’s inference about the document’s stance on a target. Specifically, our method uses a pre-trained language model as a source of world knowledge, with the chain-of-thought in-context learning approach to generate intermediate reasoning steps. Stance Reasoner outperforms the current state-of-the-art models on 3 Twitter datasets, including fully supervised models. It can better generalize across targets, while at the same time providing explicit and interpretable explanations for its predictions.